BRIYONNA DUPONT

Temple

Summary

Detail-oriented Banking Operations and Customer Support professional with over 10 years of experience in regulated sectors. Skilled in account servicing, fraud prevention, identity verification, and regulatory compliance. Capable of resolving complex customer issues and managing high-volume workloads while maintaining accuracy and exceptional service in remote environments. Seeking a role in banking operations or fraud support to leverage problem-solving and compliance expertise.

Overview

years of professional experience

Work History

Nurse Ambassador / Patient Support Specialist

AbbVie – Skyrizi & Rinvoq Patient Support Programs

01.2019 - Current

Provide specialized patient support for individuals prescribed specialty medications, assisting with enrollment, access programs, treatment resources, and ongoing support.
Managed sensitive patient information, ensuring confidentiality, accuracy in documentation, and compliance with privacy regulations.
Assist with insurance verification, benefits navigation, financial assistance resources, and coverage-related challenges.
Assisted with insurance verification, benefits navigation, and financial assistance resources to resolve coverage-related challenges.
Manage sensitive patient information while maintaining strict confidentiality, documentation accuracy, and compliance with privacy regulations.
Collaborated with healthcare providers and patients to coordinate solutions and enhance service outcomes.
Maintain quality standards while managing multiple cases in a fast-paced support environment.

Customer Service Representative

First National Bank – Banking Call Center

01.2016 - 01.2019

Managed high-volume customer interactions while meeting service, quality, and productivity expectations.
Delivered customer support for banking clients regarding account servicing, transactions, online banking access, and account-related concerns.
Assisted with fraud concerns, suspicious activity reports, debit card issues, account alerts, and transaction inquiries, ensuring customer trust and security.
Researched account issues and provided accurate resolutions, adhering to banking policies and compliance requirements to enhance customer satisfaction.
Researched account issues and provided accurate resolutions while following banking policies and compliance requirements.
Documented customer interactions, account changes, service requests, and case notes within banking systems.
Managed high-volume customer interactions, consistently meeting service, quality, and productivity expectations to support operational goals.

Technical Support Advisor

Apple

01.2014 - 01.2016

Delivered comprehensive technical support for hardware, software, account access, applications, and device-related issues, enhancing customer experience.
Diagnosed complex technical issues and guided customers through troubleshooting steps and resolutions.
Assisted customers with account security, device setup, connectivity issues, and software functionality.
Followed strict verification procedures to protect customer privacy and confidential information.
Documented troubleshooting steps, customer concerns, and resolutions accurately.
Escalated complex issues while ensuring customers received timely and professional support.
Achieved high customer satisfaction ratings while managing a high volume of support requests efficiently.

Insurance Agent

Progressive Insurance

01.2013 - 01.2014

Guided customers through insurance policies, billing inquiries, account updates, coverage options, and service requests to ensure understanding and satisfaction.
Assisted customers with insurance policies, billing questions, account updates, coverage options, and service requests.
Processed account changes, documentation requests, renewals, and policy updates with accuracy.
Assisted with claims-related inquiries by gathering information and directing customers through proper processes.
Verified customer information and followed privacy and security procedures when handling personal data.
Documented customer interactions and account resolutions while maintaining compliance with company standards.
Provided exceptional customer service while efficiently managing multiple requests in a fast-paced environment, enhancing customer experience.

Education

Associate Degree in Nursing -

James Madison University

01-2010

Skills

Patient management
Care Coordination
Telehealth Assistance
Patient Outcome Monitoring
Case management
Account resolution

Regulatory compliance
Identity verification
Information handling
Microsoft Office Suite
Problem solving
Verbal communication

ADDITIONAL QUALIFICATIONS

Experienced working in highly regulated environments requiring accuracy, confidentiality, and compliance.
Strong ability to quickly learn new software platforms, procedures, and operational systems.
Skilled in remote work environments requiring independence, accountability, and organization.
Experienced supporting customers through phone, digital, and virtual communication channels.
Strong background in customer advocacy, problem resolution, and process improvement.

Timeline